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Supply Chain Management: A Logistics Perspective

John J. Coyle, Jr. Langley, C. John, Robert A. Novack, Brian J. Gibson

Chapter 8

Order Management and Customer Service - all with Video Answers

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Chapter Questions

01:23

Problem 1

Explain how order management and customer service are related.

Asma Venkitta
Asma Venkitta
Numerade Educator

Problem 2

Describe the two approaches to order management. How are they different? How are they related?

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01:23

Problem 3

What is the role of activity-based costing in customer relationship management? In customer segmentation?

Asma Venkitta
Asma Venkitta
Numerade Educator

Problem 4

Compare and contrast the concepts of order-to-cash cycle time and order cycle time.

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Problem 5

Explain the impacts of order cycle time length and variability on both buyers and sellers.

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Problem 6

Customer service is often viewed as the primary interface between logistics and marketing. Discuss the nature of this interface and how it might be changing.

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01:33

Problem 7

Organizations can have three levels of involvement with respect to customer service. What are these, and what is the importance of each?

James Kiss
James Kiss
Numerade Educator
03:23

Problem 8

Explain the relationship between customer service levels and the costs associated with providing those service levels.

Ameer Said
Ameer Said
Numerade Educator

Problem 9

Discuss the nature and importance of the four logistics-related elements of customer service.

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Problem 10

Effective management of customer service requires measurement. Discuss the nature of performance measurement in the customer service area.

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01:00

Problem 11

What events might occur when an organization is out of stock of a needed product? How might the cost of a stockout be calculated?

Xiaomin Bian
Xiaomin Bian
Numerade Educator
05:32

Problem 12

Assume an organization's current service level on order àll is as follows:
Current order áll $=80 \%$
Number of orders per year $=5,000$
Percentage of unảlled orders back-ordered $=70 \%$
Percentage of unảlled orders cancelled $=30 \%$
Back order costs per order $=\$ 150$
Lost pretax proát per cancelled order $=\$ 12,500$
a. What is the lost cash flow to the seller at this 80 percent service level?
b. What would be the resulting increase in cash flow if the seller improved order all to 92 percent?
c. If the seller invested $\$ 2$ million to produce this increased service level, would the investment be justiảed ảnancially?

Kevin Shryock
Kevin Shryock
Numerade Educator